Complaints

This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  600 New Commerce Blvd Ste R Hanover Township, PA 18706-1403

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a Chewy health insurance plan for my puppy online with Chewy-not always good info online-thought I did all of the research-but as always I screwed up-I contacted them on 5/26/23 to see about changing my plan and they said that I sighed up on 4/24/23 and it was a 30 window for changes- so I am 2 days to late?? I want it on record how this company screws people and doesn't make it right!! I am contacting everyone to let them know. they also said if I cancelled it I would have to pay them back for any money that I had received for my puppies check up?? I truly want to get a lawyer over this-but I know that is now worth it--all through - this is over a designer dog.. please help!***************************

  

  Business Response

  Date: 06/08/2023

  Hi there *****,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  As the insurance agent, Chewy ********* Services, LLC offers multiple options to purchase wellness and insurance plans provided by Trupanion or Lemonade. The Chewy website sets out plan cards which detail each plan, how they work, and the payouts involved with each option. Sample policy documents are also available to be downloaded and reviewed before the purchase of any plan. However,the specific details related to managing your plan, including the process and timeframe for canceling or modifying your plan depends on the specific plan that youve chosen, and that information can be found within your chosen plans policy documents. Additional information related to Chewy ********* Services,the providers, and the various plans can be found on here: *************************************************.
  
  We understand that you purchased a plan from our partner Trupanion, which is underwritten by American Pet ********* Company, and as such, your options to modify your plan were subject to the requirements set forth in those policy documents, and they make the final determinations on any policy changes and claims decisions. As outlined in the policy documents (page 5 of your Wellness plan and page 9 of your Accident Only plan), you have 30 days from the date of enrollment to increase your coverage. We also understand that you contacted Trupanion/American Pet ********* Company after the 30-day window closed, and therefore they determined an upgrade was not allowed or appropriate at that time.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions,please don't hesitate to reach out to **. We're here 24/7 to lend a helping paw. 

  Warmest regards,

  Chewy ********* Services, LLC

   

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this because emailing ********************************** has become unresponsive, even though that is the email advertised on your website for customer service. I will paste the latest email I sent to ********************************** and you can resolve this. I am owed a refund for returned order ********** minus the 2 items in shipment ************ that were kept. I have attached the correspondence with ********************************** where they emailed me on May 6 to give me return instructions, and then ignored my May 6 inquiry for clarification as well as my May 20 followup for an update about my return.The rest of the order was returned to you, using one of your prepaid labels provided in the beginning of this email thread:*****.com/*****track/?trknbr=772067225707&trkqual=12025~772067225707~FDEG I have received no confirmation of delivery or processing of the refund.I also want to voice concerns about this process, about how confusing you all were about providing me a return label, chat rep after chat rep kept promising it would be emailed, then never did, then another chat rep said they never seen this before, why the system wasn't letting them email it. Eventually you did email here, which I am replying to here. So I returned the items after that.And then the most annoying outrageous thing happened. For some reason you then mailed me 4 empty boxes.I was out of town and was not expecting to arrive home to the following image on my driveway.See the ***** image at the tracking link above.& the attached images I took.Why did you mail me 3 large boxes and 1 small box? They didn't even contain prepaid labels or anything. It was the most disturbing, scary thing I've scene, like it was some sort of scam or something. They were just sitting outside my home for 3 days until I got home.Very dangerous for you to do that. Inefficient waste of material and you risked my home's safety from a robbery.Its besides the point, but wanted to show you guys need to get your act together.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am simply seeking to return an unused product to Chewy. I simply want a return label. I have called Chewy three times, during which I spoke to five separate people. Each person assured me they would send a return label via email. On each call I verified the email address for the return label. This took place over the past three weeks and yet no return label has been emailed to me. I even asked them to send a hard copy via ** mail. Despite their assurance that this would be done, it was not. It seems like a deliberate attempt to prevent me from returning the product and getting a refund. At a minimum, it is gross incompetence.

  

  Business Response

  Date: 05/25/2023

  Hi ****,
  
  Im sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction. 
  
  I have reviewed your order ending in *****, and see that one of our team members has already resolved this issue for you. The team member also let me know that you were satisfied with the resolution.
  
  Because of your order experience, and because you are a valued customer, we'd be happy to offer $25 your next pharmacy purchase from **. We have applied a $25 egift card to your account to be used on any purchase. 

  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to **, we're here 24/7.
  
  Regards,
  ***************************, Pharm D
  Pharmacist 

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website chewy.com has a product online ( 15lb bag of hay ) that after you purchase the product it swaps the product for a lesser size ( ****oz bags ). When asked about the issue the company simply says that its done because the larger size is not available. I was told they allow this so they dont have to cancel any orders. In my opinion this is a case of False advertising or *************** They are replacing a 240oz product with a 180oz product without telling the customer or simply saying that its unavailable.

  

  Business Response

  Date: 05/19/2023

  Hello *******,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.

  I did some digging and understand there may have been an unexpected error regarding the description of the product referenced on our site.

  As a courtesy, and due to the confusion, wed be happy to offer $50 towards your next purchase from **. Please give ** a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.

  We appreciate your feedback and thank you for allowing ** to help with this. If you have any questions, please don't hesitate to reach out to **. We're here 24/7 to lend a ***********.
  
  Warm regards,
  
  ************
  Customer Service Management
  **********************

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the unacceptable response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I will accept their offer. I feel by them stating there was confusion they are trying to push blame and that is not accepted. They were pulling underhanded sales practices and should own up to it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may cocern- I made an online purchase two Saturday's ago (April 22nd) come to find out I needed my vet to approve it and he wouldn't so your representative told me a refund will be on my card 3 to 5 business days I think I'm way past that and Chewy refuses to respond to my last 3 emails my order#********** and my name is ***********************

  

  Business Response

  Date: 05/17/2023

  Hi there, 
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.? 
  
  At Chewy, we only charge your account when your order is shipped, however, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which basically places a hold for an estimated total amount of your order. This authorization/hold is not an actual final charge, but it does immediately affect the available balance on your bank account, in accordance with your banks practices or your credit card companys practices. Your bank will reserve the funds in your account or until your items ship or the authorization expired, and depending on your banks policy, you may see a payment authorization even when the order was canceled. If your items dont ship, the payment authorization will expire, and the funds will be released back to your account. Some banks may take up to 30 days to remove payment authorizations from your account.? 
  
  Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Payments (**************************************************).? 
  
  I did some digging and was able to locate your most recent order ending in?-3343.?Since that order was canceled prior to shipping, a final charge was not processed for this order. When the order was canceled, the pending hold/payment authorization for that order should have been released thereafter, generally within 48 business hours, but the timing of the release would depend on your banking institution.?Please keep in mind that some banks or credit issuers may take up to 30 days to remove authorization charges from your account. 
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warm regards,

  ******************
  Customer Service Management
  **********************

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 27, I ordered a Frisco 54 x 34 x 30 Heavy Duty Dog Crate on order **********. 1-3 day shipping took 5 days. The box had been opened & taped shut, zip-ties had all been cut. Pieces were hooked on each other and badly bent. We had to cut the box open to get it out. It took us >1 hour to separate the parts & more to assemble around bent pieces. When we finally got it together, the side door wont lock (the bars dont line up with the latch) or swing open (the hinge wires are too tight.) (Before assembly, both worked. Once held in place, its too tight.) Also, the divider is missing.********************** said (in chat) that I had ONLY two options:1. Spend another $216 to buy another crate & eventually get a refund 2. Request a replacement BOTH options would be completed ONLY AFTER I disassemble, re-box, and return the entire crate. Besides repeatedly saying that they understood my frustration, there was no consideration for:-the week I spent waiting for the crate to arrive -the ************* spent assembling/would spend disassembling -the ***** (at least) my puppy would spend with no crate if I disassemble, re-box, return, wait for processing, wait another 5 shipping days, & hope the replacement isnt broken OR -if I buy a second $216 crate, the week IT would take to arrive, hoping it isnt also broken ***I was notified later that they can not, in fact, send me a box; I am welcome to buy one from Fed Ex!***It is NOT MY FAULT Chewy failed to check the product when it was returned, but they apparently think it should be ENTIRELY MY RESPONSIBILITY to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely.I did not ask for a free crate, a discount, a credit, or even the missing divider. I ONLY requested Chewy replace one panel, which was so broken it rendered the entire crate non-functional. I cant go through the manufacturer because it is a Chewy brand.

  

  Business Response

  Date: 05/19/2023

  Hello ******,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  Thank you for taking the time to speak with me. As discussed, our return policy is designed to be simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. At our discretion, a refund may be issued without requiring a return of the product.
  
  As also discussed, I processed a free replacement order (ending *****) for the crate you purchased on May 9, 2023you do not need to send the crate from your order (ending in *****) back to us.  Also on May 9th, we processed a free order for treats for ***** and ******* (order ending *****). According to ***** Tracking, the order ending ***** will was delivered on May 9th and the order ending ***** was delivered on May 16th.  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Warm **************************************************** Manager
  **************************
  **************

  Customer Answer

  Date: 05/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is overkill, and should not have required a complaint with the BBB to obtain. However, for the purposes of record keeping, it is satisfactory to me.

  Sincerely,
  
  ************************

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my order that wasnt delivered. I talked to numerous chewy cs manager and they claimed it was refunded. And the next day refund would fail. One of the agent said they will issue a check. After weeks of waiting I called to chewy on 4/26 to find out that they didnt issue a check and check was stopped out and my account was deactivated. I filed a complaint and received response from ************** saying it was refunded on 4/6/2023 It wasnt refunded at all. As the manager confirmed it wasnt refunded. Id like refund issued to me asap back to original form of payment A letter from general attorney of ******** would be sent to chewy HQ regarding the refund issue. Ive been more than patient waiting for 1 month and nothing has been done.Im attaching previous response from chewy. ************** said refund was issued which is a false claim Order number is attached in the file and also please call me at ************ after 11am EST I placed my order under ********************

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several searches online, on the Chewy app and website, a specific pharmacy product comes up 50% off with first autoship and when the conditions are met and added to the cart the discount does not appear. After contacting chewy by phone and speaking with 4 agents, multiple emails with their customer serivce teams (screenshots included), Chewy refused to honor the offer. Only one agent was kind and offered other discounts within her purview.

  

  Business Response

  Date: 05/05/2023

  
  Hello *******,
  
  We understand the importance of price stability. Prices can fluctuate as we stay competitive with other online retailers. Chewy cannot confirm the price of an item until you submit an order. Additional details and information on our pricing can be found on the Terms of Use page of Chewy.com under the section labeled Pricing (****************************************************). 
  
  I did some digging and can confirm the 50% off select Pharmacy items for first time Auto ship orders is no longer an active promotion. That promotion was active from June 2022 until November 29th, 2022.
  
  Chewy reserves the right, in its sole discretion, to cancel, terminate, modify, extend or suspend any Promotional Offers. We do not honor any 3rd party promotions/discounts, we only honor promotions or discounts on our Chewy site or through Chewy mailers.
  

  Warm Regards,
  
  ****************

  Customer Service
  **********************

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to use a coupon for 20% off prescription items. The coupon code was accepted. but did not show the discount coming off. It read under the coupon "Save 20% at Checkout with Code: GOODRX20". So I assumed it would just come off when I completed checkout. So I completed the transaction. The 20% did not come off. I cancelled the order and contacted customer service. They stated that ********************** will accept entered coupons even if they are expired and even if the items in the cart are ineligible. It would just not take the discount off. I stated that it was deceitful to do that. If I hadn't looked and done the math I would have overpaid. If this is happening to me, it is happening to other people. Chewy can fix this, but has chosen not to. I also asked if the ** rep was operating more than one chat at a time. She stated she could not answer that question.

  

  Business Response

  Date: 05/02/2023

  Hi there ******,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. I do apologize about any delays that *** have happened during your chat. As for our chat process, we are unable to disclose any business practices Chewy takes, due to internal policies. I have reviewed the interaction you had, and we are taking internal steps to address any missed opportunities on Chewy's part.
  
  I did some digging and located your order ending in *****. As previously discussed, this order was ineligible for the promotional code of GOODRX20 at time of checkout. All our promotions are subject to terms and conditions. Previous Pharmacy customers (past 365 days) were excluded for this recent promotion which ran from July 11th, 2022, until January 1st, 2023.
  
  Due to your recent experience, we can honor the 10% discount (up to $10) towards your next Chewy purchase. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Warm regards,

  ******************
  Customer Service Management
  **********************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20001790
  
  I am rejecting this response because: It does not answer the question of the deceitful business practice. Why will the system accept the coupon entry, not apply the coupon, and not tell the customer the coupon was not applied. The majority of customers would enter the coupon and finish the checkout process assuming the coupon was applied. Chewy accepting the coupon entries but not applying them allows them collect funds that they should have discounted. Chewy makes no indication in their response to fix this error with their system. Showing that they intend to continue this practice of accepting coupon entries without applying them, hoping the customer does not take notice. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased sentinel for my dog who I just adopted, she was a ******. I spent over $100 on a supply of this and it doesnt work. Ive called three times to try and get a resolution and I was told I would just need to purchase a different medication for her. Its ridiculous. I should be guaranteed a product that works when I make such a purchase and I shouldnt have to just deal with a dog with fleas because yall sell faulty non working products. I am asking for a refund or a replacement of. DIFFERENT MEDICATION, one that works

  

  Business Response

  Date: 05/09/2023

  Hi ***-
  
  We are sorry about your recent order experience.At Chewy, we strive to provide a positive experience with every customer interaction.
  
  Thank you for taking the time to speak with us and for giving Chewy the opportunity to make this right. As discussed during our call, we processed a full refund for your order ending in ***** on May 4, 2023, and sent you a courtesy product via ***** tracking ending in ***** that was delivered to at your address on file on Saturday May 6, 2023.
  
  We really appreciate your feedback and thank you for giving ** the opportunity to help with this. If you have any questions,please don't hesitate to reach out to **, we're here 24/7.
  
               Regards,
  
               ***************************, Pharm D
               Pharmacist